Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/14/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order a collection of training courses, mainly CPT. Ran into barriers (multiple family member deaths) that delayed completion. I filed an extension request in JAN 2024, got a response in FEB claiming a 60 day extension until 3/22 but I only got notice of that in late FEB and only got instructions to schedule on 3/14/25, which does not leave enough time to take the exam before expiration of 3/22. Expiration should have been multiple months but NASM claimed I didnt give sufficient proof, which is untrue. I gave three obituaries for the multiple deaths that occurred so the claim that I did not is simply false. Now unable to take the exam, I can't effectively complete the course which is a waste of 1500 USD and I think I should get the money back if they can't provide feasible means to complete the exam. I've been ignored multiple times despite many messages sent which are unaddressed to date. I find this rude and , unacceptable and unprofessional. Sadly, this type of exposure seems to be the only way to get their attention other than have my bank reverse the charge.

  

  Business Response

  Date: 03/18/2025

  When submitting supporting documentation for extension or refund appeals, the Appeals team will attempt to verify any documentation submitted. Unfortunately, the Appeals team can only review what is submitted and if there is missing information (such as proof of relation commonly with obituaries), the Appeals team will use the best judgement possible. 
  
  At this time, the review has been revisited and an amicable solution has been sent to the customer.

• Initial Complaint

  Date:03/11/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a formal complaint against NASM (National Academy of Sports Medicine) for their misleading service description and unethical refund practices.On 1/23/25, I purchased what was described as a "Recertification Application Fee" for $99. Based on the way this service was presented, I believed it was the necessary step to continue my certification with NASM. However, after completing the purchase, I realized it was not the correct service for my situation. The description was vague and misleading, which directly led to my confusion and the unintentional purchase.Immediately after recognizing the mistake, I contacted NASM via email to request a refund. They informed me that the fee was non-refundable, despite the fact that I have not benefited from the service, used the service, or submitted any additional information for the application. NASM is effectively holding my $99 for something I cannot and will not use.This practice feels deceptive and unethical. If this happens to even 10 to 20 people daily, it results in NASM profiting from individuals who receive no value in return. This is not the type of customer experience one would expect from a professional organization.I am seeking a full refund of $99 and requesting that NASM clarify their service descriptions to prevent this from happening to others.Desired Resolution:I am requesting a full refund of the $99 Recertification Application Fee due to misleading information that resulted in an unintentional purchase. I also urge NASM to improve the clarity of their service descriptions and reconsider their refund policy in cases like mine.

  

  Business Response

  Date: 03/18/2025

  When NASM Certified Personal Trainers begin the recertification process every two years of their certification, they are to complete 20 contact hours of continuing education as well as having an updated CPR/AED. To complete the renewal process, there is a $99 fee that is supposed to be processed directly through the Recertification Portal found on ******************************.
  
  In this situation, the customer did pay the correct fee, but did not process it through the Recertification Portal and processed the fee a la cart on 01/23/2025. Because it was processed in the incorrect section of the website, a manual review process was initiated by *************** on 02/12/2025. An email response to the customer advised that the Recertification team will review the renewal and manually process the recertification, as the process is normally all computerized when the payment is processed in the correct section.
  
  This is no fault of the customer, but a simple misunderstanding as the correct amount and fee was processed, just in the incorrect section, as explained via email on 02/15/2025. The recertification will finalize their review and we will connect with the customer if more information is needed. 

• Initial Complaint

  Date:02/25/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 2/1/2024 I purchased an educational course bundle to become a Certified Personal Trainer from NASM (National Academy of Sports Medicine). NASM offers a Job Guarantee to candidates who have purchased and completed their Certified Personal Training course, which I did on July 1, 2024, and who also purchase the Gymternship which I also did. NASM's contract states that if they fail to place you in a job within 90 days of completing the Gymternship they will completely refund the price of the course, in this case $2,352.93. NASM is in breach of contract for having failed to even provide me with the Gymternship within their stated timeline of 45 days of the date I applied. My Gymternship place-by date was November 11, 2024. I never heard back concerning my placement and I sent numerous emails that went unanswered. Eventually, I was told that the man over the Gymternship program had quit. I was offered a refund of just $84.77 for the Gymternship portion and informed that I should receive it in ***** days on January 13, 2024, which I never did. When I have inquired about this I was instructed to call a number, but when I called the agent informed me that they do not handle the Gymternship and when I have called other NASM numbers I cannot reach anyone. I feel that I must resort to filing this complaint and am requesting that NASM be forced to uphold their contract.

  

  Business Response

  Date: 02/27/2025

  In the NASM Candidate Handbook there is breakdown on the Job Guarantee, as NASM offers two options, one with the Gymternship program, one without. In regards to the qualifications for the guarantee with Gymternship, if a candidate qualifies, the refund is for the Gymternship portion of the program, no the entire order. When it comes to placements, all partnered gyms with NASM are contacted to assess if they can onboard a trainer within the 45 day time period. However, the final decision is at the discretion of the partner gyms, which are third parties and are not obligated to take interns if they do not have the business needs or capacity. 
  
  In the event a candidate is not placed, NASM will offer an exchange for a specialization or if that is not applicable, a refund is offered of the Gymternship program. The amount will vary depending on which bundle was purchased as well as potential discounts. We apologize for the confusion and have passed the customer's information to the ****************************** that handles the Gymtnership program.
  

• Initial Complaint

  Date:02/25/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid for a service in May 2024 that was not provided. I was treated and mislead unfairly, important information was not disclosed, and if it was, I did not receive any documentation related to what I understood the transaction to be. When i called the customer service to report an issue I was treated rudely and told that they did not have any access or awareness that I paid any fee in May 2024. They said I had to repay what I've already paid for. Not only did I pay the $200.34 in May 2024, but they also requested I pay another $199 to receive the service I had already purchased. This company has nickel and dimed me for the education I received since 2012, I have spent thousands with NASM and to be treated the way I was treated by them was disgraceful. Withholding my certifications that I have earned and paid for because they want to get more money out of me. I doubt I will be using NASM's services for my educational or professional reasons moving forward. I am tired of throwing a way my hard earned money away on a crooked business. Who's name

  

  Business Response

  Date: 02/27/2025

  With the information provided, we are not able to locate an order from May 2024 for the amount disputed. A representative of the *************** leadership team will connect with the customer via phone and follow up with an email if no connection is made.

• Initial Complaint

  Date:02/25/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear BBB:I hope this message finds you well. Im writing to seek clarification regarding a charge I am currently facing for a test I am enrolled in. Here are the details of my situation:* I initially gained access to my account in June.* ** account was suspended in September due to a lack of payment, preventing me from accessing the test.* The test I am enrolled in has a 180-day time limit, which started in June and was originally supposed to be completed by December.* I recently regained access to my account in February, but I am now being asked to pay again for the test.According to the contract, I understand that I am entitled to pay off the full balance without penalty and receive a refund of any unearned finance charges under certain conditions. Specifically, the contract states, UNDER THE **** YOU HAVE THE RIGHT TO PAY OFF THE FULL UNPAID BALANCE DUE UNDER THIS CONTRACT AT ANY TIME AND WITHOUT PENALTY. IN DOING SO, YOU MAY OBTAIN A PARTIAL REFUND OF ANY UNEARNED FINANCE CHARGE UNDER CERTAIN CONDITIONS. Since my access to the test was suspended for several months, I believe the charges I am facing should be adjusted accordingly.Additionally, the contract mentions that We do not intend to charge or collect, and you do not agree to pay, any finance charge that is more than the maximum amount permitted for this sale by applicable law. Given that my account was suspended, preventing me from using the service as originally agreed, I respectfully request an adjustment to the charges to reflect the time period I was unable to access the test.Please let me know if any additional information is needed from my side to review this issue. I look forward to your prompt response and hope we can resolve this matter fairly.Thank you for your time and attention to this request.Sincerely,?***** *****

• Initial Complaint

  Date:02/20/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Monday 2/17 I signed up for a membership with *********. After some research which I should have done more prior, I reached out to ********* the next day 2/18 to cancel my membership and requested a refund (I was told I had 7 days). ********* told me to email or call to cancel. I emailed 2x and no response. I have called countless times to be waiting for over 20 minutes with no help, I have chatted with a *** only to be advised I need to call. ********* stopped ***lying to my text messages and I am starting to believe this was all a SCAM!I am requesting AGAIN a CANCELLATION AND A REFUND!

  

  Business Response

  Date: 02/25/2025

  A member of our management was able to get in contact with this customer regarding their complaint. A refund had initially been provided upon the customer contacting us by phone and the member of our management team confirmed that the situation was resolved.

• Initial Complaint

  Date:01/31/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  1. What did the business commit to provide you?NASM stated that I needed 1.9 continuing education units (CEUs) to renew my certification. In a renewal reminder email on November 28th, they linked to their website, which listed the required steps. Based on this, I believed purchasing a membership or course was necessary. I chose the membership since it included **** and the renewal fee.2. What is the nature of the dispute?On January 4, I purchased the NASM One Membership for $570 CAD plus a $14.26 international transaction fee, solely to renew my Sports Nutrition Coach certificate. After purchasing, I discovered I did not actually need **** to maintain my certification. I only learned this after completing one CEU module and emailing NASM to track my total. Their response revealed I did not need additional CEUs, contradicting their renewal instructions.NASM misrepresented the *** requirement, making me believe I needed to purchase a membership or course. Their misleading information lead me into an unnecessary purchase under false pretenses.3. Has the business tried to resolve the problem?I contacted NASM, but they refused to provide a refund, despite their misleading information leading to my purchase. They have not acknowledged their deceptive sales tactics or attempted to resolve the situation.4. Does the issue involve advertising?Yes, NASMs email and website renewal instructions were misleading. Their communication falsely stated I needed 1.9 CEUs before I could renew my certification, which was untrue.5. When and where was the ad seen or heard?The misleading information was in an automated renewal email from NASM on November 28, which linked to their website outlining the renewal steps. I only discovered the misinformation after purchasing the membership on January 4 and later contacting NASM to clarify how many credits each module was worth.

  

  Business Response

  Date: 02/06/2025

  *************** Leadership attempted to connect the customer via phone on 02/04/2025 and 02/05/2025 with voicemails to attempt to resolve the dispute. On 02/06/25, an email with instructions on the recertification process was sent to the customer and should clear up any confusion on the renewal process going forward. If the customer still has additional questions, they can contact *************** or call back the Leadership representative.

• Initial Complaint

  Date:01/30/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called NASM on 7/7/23 with my mom (****** *****) who is a current member, to sign up for the Certified Personal Trainer (***) self-study program. The woman on the phone was very nice, signed me up for the ***, and told us she'd even give us a discount for my mom being a member and referring me. It was a professional call, and I did not see any issues while on the phone. I do remember her asking if I wanted to add a specialty, but as a student working on his PharmD, I declined, as I don't have the time or desire to do more work to earn a certification I'm not interested in. My mom paid the down payment of $99, and we agreed to the 11 remaining monthly payments for the *** self study. I would also like to add I was charged for a physical NASM book, was told it would be mailed to me, and after following up twice, I still never received the book. Fast forward to 2024, when my mom had made the 11 payments of $124.30 each, for a total of $1,590.60 (verified on the NASM payment history document below). The second document is what NASM is currently harassing me about now, for payment due, saying they're going to send this to their collections office, when I did not agree to the additional specialties they're trying to charge me for. I did not agree with those additional charges over the phone, and I did not ever receive the retail installment document or document that show $2,336.44 due in my email - neither did my mom, who paid for the entire ***.We have followed up with them numerous times since 12/11/24, and have not received the proof we've requested, that I did approve this amount. We have paid for the *** which was all I agreed to on that call on 7/7/23, and as of 1/29/25, they refuse to accept they're wrong, and had never sent me a document, because they knew I did not agree to that.The *** is paid for, and I request they remove the other programs I never used, as I did not agree to buying them.

  

  Business Response

  Date: 02/03/2025

  On 07/07/2023, the customer ordered a program by phone, agreeing to 18 payments totaling $2336.44, starting 08/06/2023. No issues arose until July 2024, when the customer inquired about an extension. On 12/11/2024, the customer's mother called about a past due balance. NASM requires verbal authorization for third-party discussions, which the customer attempted via email on 01/10/2025, against policy.
  In December 2024 and January 2025, the customer and his mother queried charges. ********************** detailed the balance and overdue amount after a request to waive remaining charges. The customer's mother requested a call transcript and a statement on 01/13/2025, comparing rates to her 2019 purchase. Communication attempts continued, with the customer opting for email only.
  On 01/24/2025, the mother, not authorized, discussed the account. ********************** sent an invoice and the signed agreement on 01/25/2025, stating call transcripts are not released. Further charge details were emailed on 01/28/2025. Documents are attached.

• Initial Complaint

  Date:01/19/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to file a formal complaint against the National Academy of Sports Medicine (NASM) regarding the handling of my CPT exam on January 11, 2025, and the subsequent $50 absence fee charged to me. I encountered multiple issues, including unclear communication, technical difficulties, and a lack of proper guidance from NASM, which led to me being marked absent for my exam despite my best efforts to resolve the situation.Summary of the Situation:CPR/AED Certification Name Discrepancy: I arrived 30 minutes early for my exam, passed the system check, and connected with the *******. When presenting my CPR/AED certification, I was informed that the name on the card did not match exactly with my government-issued ID (my certification listed ****** and my ID listed *********** This discrepancy was a surprise to me, as I had reviewed the NASM Candidate Handbook and found no mention that the names must match exactly. I was told that this was a strict requirement, though this detail was not clearly communicated in the official materials.Technical Issues and Lack of Computer Compatibility Guidance: After addressing the CPR/AED issue, I was instructed to check my computer's operating system. I had no prior knowledge of any specific system requirements beyond passing the system check, which had indicated my system was compatible. However, I was informed that my computer was incompatible, but the system check did not flag this issue. Furthermore, NASM did not communicate clear guidelines regarding what computers would be compatible or provide any advance notice about potential issues.Prolonged Delay: I promptly corrected the name discrepancy on my CPR/AED certification by contacting the ARC, but by the time I reconnected with NASM customer service, the ******* had already disconnected me due to the 30-minute ***** period for technical issues having elapsed. I was then marked as absent and charged a $50 fee.I am requesting a refund on the $50 Absent fee.

  

  Business Response

  Date: 01/27/2025

  While NASM develops and sets up the exams and content, the actual proctoring experience of the exam is done via third party company that will have its own requirements and compliance separate from NASM. We apologize for the experience the customer had and will have a representative of ************************** connect with the customer. 

• Initial Complaint

  Date:01/17/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently made a down payment to start a plan with the goal of becoming a Certified Personal Trainer. When I enrolled, I was informed that I could cancel for a refund within seven days; however, after that period, refunds would no longer be granted. Unfortunately, two and a half weeks later, my aunt passed away, and college resumed, creating significant financial and emotional strain. As a result, I realized I could no longer afford the program before the first payment was even processed, so I requested a cancellation. I appealed to the higher-*** and provided an obituary as evidence of my circumstances, explaining the death of my aunt and the hardship it caused. However, they determined that the evidence was insufficient in their investigation and declined my request. While I understand policies are in place, I am deeply disappointed that the company does not consider the death of a close family member an extenuating circumstance. The loss is very real, and I feel let down by the lack of compassion in their response. My goal is not to defame the company but to have them recognize my situation and respond with respect and understanding. I still hope they will reconsider my request for cancellation and rectify what feels like an oversight in handling my case. Its unfortunate that the respect Ive extended to them does not appear to be reciprocated, but I remain hopeful they will acknowledge and address this matter appropriately.

  

  Business Response

  Date: 01/21/2025

  The customer is correct in which ********************** does have a return policy stated in section 5.3 of the Terms and Conditions which states, "All sales are final seven (7) days after the date of purchase (the Refund Period). In other words, as of the 8th day following the date of purchase, NASM/**** will not provide refunds or accept returns". 
  
  NASM does understand that extenuating circumstances can occur that are out of our Member's control and offer an Out-of-Policy appeal process. This appeal is to potentially override the policy but is not a guaranteed approval and requires review of the Appeals Team. The Team reviews the appeal as well as supporting documentation that can support what the customer is trying to achieve, from an extension to a potential cancellation of their order. 
  
  When submitting documentation, customers are encouraged to provide as much context as possible, as the Appeals Team can only review what is submitted. If documentation cannot provide or substantiate what the customer is advising is occurring (financial strain, inability to do an online course, etc.), the appeal will be denied.
  
  In this specific situation, the customer appealed their order and received an email response of the status of their appeal on 01/16/2025. At this time the customer can re-appeal with additional documentation for another review if applicable.     

  Customer Answer

  Date: 01/22/2025

  Thank you for your response; I truly appreciate it. However, beyond providing an obituary, I am unable to share additional information without compromising my familys privacy and security, which I dont believe would be fair to us. This is precisely why I filed the complaint in the first placeI felt it was unfair to have to validate a loss that was already very real to me but unacknowledged by you. That said, I respect your reply and will proceed with submitting a re-appeal, ensuring my familys privacy remains protected, in the hopes of achieving a resolution. Once again, thank you for taking the time to respond.

  

  Business Response

  Date: 01/27/2025

  NASM will always attempt to make a resolution amicable to all parties. Once the appeal is re-submitted, the Appeals Team will re-review.

  Customer Answer

  Date: 02/07/2025

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ******** and find that this resolution would be satisfactory to me. If the reappeal is approved, my complaint will be satisfied. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,
  ****** ****